Payment Specialist

**Objective**:
The Payment Specialist (PS) position is responsible for increasing revenue by preventing cancellations and negotiating special payment plans for individual participants. The PS has a strong working knowledge across WorldStrides products, policies, workflows, and platforms and performs across these with a quantifiable bias towards productivity, efficiency, and quality. With a focus on meeting payment thresholds, the PS engagement includes: clear communication, active listening, negotiations, issue diagnosis and resolution. The SRS leads the implementation efforts focused on process improvements and serves as a mentor to their fellow Payment Specialists.

**Essential Responsibilities**:
**Performance & Productivity**
- Collaborates with the Customer Service Team to ensure callers receive a smooth transition from Customer Service to the Payment Desk.
- Responsible for assisting high risk customers by using alternative payment plans while following approved metrics to meet payment thresholds.
- Maintain accurate financial records for each assigned account through our Letter of Understanding and updating follow-up dates and notations.
- Responsible for proactively monitoring daily reports and following up on problematic accounts alerting customers of our internal reservation on hold process.
- Displays product knowledge by educating customers on product value, payment options including processing fees and written agreements.
- Utilize proactive persuasive/retention skills to turn requests for cancellation and save opportunities by identifying customer needs.
- Adheres to performance goals and
- Supports QA objectives when working with both internal and external customers by following current processes and procedures.
- Responsible for executing our collections process on non-responsive accounts with outstanding balances.
- SRS motivates new team members to consistently perform at a level that meets or exceed key performance metrics in support of on-boarding and training.
- SRS supports on-boarding and “shadowing” protocols for new team members to ensure they understand workflows, procedures, procedures, and metrics.
- SRS suggests methods to improve productivity, efficiencies and service to team members.

**Qualifications**:

- Written and oral communication proficiencies
- Customer/client focus - builds & leverages relationship by active listening and positive language
- Two-year college degree (AA) or relevant work experiencesome college preferred
- SPS minimum two (2) seasons as a PS
- Organizational and prioritization skills
- Excel experience preferred
- Demonstrated ability to multi-task
- Excellent ability to persuade others through indirect influence
- Motivated to efficiently diagnosis and resolve issues
- Demonstrated ability to deliver positive results by making good decisions
- Demonstrated capacity to thrive in a high-change, often ambiguous business environment

**Position Type and Expected Hours of Work**:
This is a full-time position. Days of work are Monday through Friday. Occasional evening and weekend work may be required as job duties demand.

**Requirements**:
**Qualifications**:

- Written and oral communication proficiencies
- Customer/client focus - builds & leverages relationship by active listening and positive language
- Two-year college degree (AA) or relevant work experiencesome college preferred
- SPS minimum two (2) seasons as a PS
- Organizational and prioritization skills
- Excel experience preferred
- Demonstrated ability to multi-task
- Excellent ability to persuade others through indirect influence
- Motivated to efficiently diagnosis and resolve issues
- Demonstrated ability to deliver positive results by making good decisions
- Demonstrated capacity to thrive in a high-change, often ambiguous business environment

**Position Type and Expected Hours of Work**:
This is a full-time position. Days of work are Monday through Friday. Occasional evening and weekend work may be required as job duties demand.